Dispatcher, Customer Service​/HelpDesk

Nason Mechanical Systems, 194 Merrow Road, Auburn, Maine, United States of America

We are hiring for a Dispatcher in Auburn, Maine.

As a Dispatcher, your primary responsibilities include:

• Deliver excellent customer service by providing friendly and professional experience during all client interactions.
• Handle customer complaints or issues with empathy and resolve them in a timely manner.
• Efficiently receive and process incoming service requests from clients via phone, email, or other communication channels.
• Prioritize and dispatch HVAC and plumbing technicians based on urgency, location, and skillset.
• Coordinate and schedule preventive maintenance and service appointments considering customer availability, technician availability, and service requirements.
• Optimize the routing and scheduling of technicians to minimize travel time and maximize efficiency.
• Maintain clear and timely communication with clients, service technicians, and other team members.
• Provide updates on technician arrivals, delays, and any changes to scheduled appointments.
• Ensure effective communication between technicians and clients to address any questions or concerns.
• Accurately record and maintain detailed service records, including client information, service requests, technician assignments, and work performed.
• Collaborate with service technicians and other team members to ensure seamless service delivery.
• Share relevant information and feedback to improve overall operational efficiency.

Qualifications:

• "Can do" attitude with a team player mentality
• Excellent time management, multi‑tasking, and organization skills
• Excellent written and oral communication skills
• Strong problem‑solving and analytical skills
• Ability to deal effectively with a multitude of individuals at all organizational levels
• At least 1 year of experience dispatching
• At least 1 year of customer service experience
• High school diploma or equivalent

• Life & Disability Insurance
• 401(k) with Company Match